Technical Support Analyst
Position Responsibilities and Essential Functions :
Qualifications and Requirements :
3-4 years of user support or implementation experience within a technical support organization or field service organization
Experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred
Excellent customer service skills via phone and in person
Proven ability to lead by example and affect a positive change among peers
An entry level of understanding in at least one of the following key product disciplines is Preferred :
Experience with Voice / IP, PBX, or other telephony system
Understanding of WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, MPLS etc...).
Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP.
Preferred Attributes and Qualifications :
Associate Degree or commensurate experience
3-4 year of technical support experience with client contact
Knowledge of PC hardware and software and mobile devices (Smartphones / iPads)
Experience using a ticketing System such as Clarify, Remedy, or Footprints
Knowledge of Unix / Linux / SQL
Cisco certifications (CCENT, CCNA, etc) a plus but not mandatory
Internal Mobility Criteria
Given the level of training and time required to ensure proficiency in this role, employees will be expected to remain in role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved.
Any employee below this threshold will require approval by Sr. Director or above.
Compensation Range : $30.00 to $35.00
CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.
The total compensation package for this position may also include annual performance bonus, benefits and / or other applicable incentive compensation plans.
We offer Medical, dental, and vision benefits in addition to :
Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement
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